Videos

Complexity ≠ value From #TDSU Episode 140: Jenny Calvert wants you to earn the right to scale. #complexity #value #customersuccess #wizardofoz #behindthecurtain

Episode 141: Someone figured it all out. ⏱️ Timestamps: 00:00:00 - Intro 00:01:40 - The gamification of everyday life 00:02:24 - Reddit's CSM MVP debate 00:03:44 - Is "earning respect" the right approach? 00:05:21 - Challenging CSM misconceptions 00:06:51 - Winning over product teams 00:10:05 - Product adoption: A deeper…

Episode 140: Jenny Calvert wants you to earn the right to scale. ⏱️ Timestamps: 00:00:00 – Humans vs automation from day one 00:00:33 – Introducing the hosts and the guests 00:01:45 – The overcomplication of customer success 00:02:22 – Early stage startups and digital touch pitfalls 00:03:40 – The importance…

Episode 139: How can you stay ahead of CS globalization? Dana Soza has some ideas. ⏱️ Timestamps: 00:00:00 - Challenges in customer success today 00:00:27 - Introduction to the daily standup 00:01:02 - Dana’s impressive background in SaaS 00:02:01 - The shift in customer success careers 00:03:54 - Benefits of…

What should you be leaving out of your customer health calculation? #TDSU 137 | Diane Gordon https://www.lifetimevaluemedia.com/tdsu/137

Episode 138: Most companies are squandering a golden opportunity. ⏱️ Timestamps: 00:00:00 - Everyone wants success, no one wants data work 00:00:23 - Introducing Irwin 00:01:27 - Why customer contact databases fall short 00:03:58 - Data responsibility: Who should own it? 00:04:47 - Clean data unlocks limitless potential 00:06:30 -…

Episode 137: Diane Gordon's been doing this for over three decades, and the margin for error is still too damn high. ⏱️ Timestamps: 00:00:00 - Intro 00:00:54 - A customer experience nerd 00:01:31 - Struggling with retention forecasting 00:02:50 - Trust no health score 00:03:10 - Health scores: More of…

Learn to be a pattern #disruptor Using #psychology to get peoples' #attention #customersuccess #listenbeforeyouspeak

Binge or cringe: conference season 💁‍♀️ #TDSU 125 | Maryann Lazzeri @lifetimevalue

Episode 136: What's the changing of one little letter mean, anyways? ⏱️ Timestamps: 00:00:00 - Intro 00:01:21 - Customer success vs. customer experience 00:02:33 - Do titles even matter at all? 00:03:32 - CX vs. CS: Is it just marketing hype? 00:04:46 - The blurred lines between CX and CS…

Episode 135: Recently, Diana De Jesus stopped caring what you think. ⏱️ Timestamps: 00:00:00 - Intro 00:01:00 - Meet Diana De Jesus, new GM at Stand the F Out 00:01:40 - Transitions in customer success roles 00:03:23 - Balancing priorities during transitions 00:05:35 - Embracing imperfection in role changes 00:06:15…

How would you build your #customersuccess #dreamteam ?

Episode 134: James Lawson tells us what outsiders see when looking in. ⏱️ Timestamps: 00:00:00 - Intro 00:01:01 - James Lawson: A lifetime in customer success 00:02:05 - The CS bubble and its confusion 00:03:54 - Should customer success be easier to grasp? 00:04:52 - Online behavior and the CS…

Episode 133: Kathryn Vaughn learned how to build her team from the best. ⏱️ Timestamps: 00:00:00 - Intro 00:01:20 - The 1992 Dream Team inspiration 00:04:28 - Building a CS dream team from scratch 00:05:23 - Do successful CS teams need to specialize? 00:05:41 - Generalists vs specialists: Rob's hiring…

Think your customer has it handled after one call? They don't.

Stino goes OFF on what he thinks about hiring managers that won't move you forward unless you send a follow-up after the interview.

Episode 132: Marc Ray thinks we're losing the plot. ⏱️ Timestamps: 00:00:00 - Intro 00:01:08 - Marc's background in customer success 00:01:39 - Over-complicating customer success strategies 00:02:42 - Aligning teams and simplifying processes 00:03:08 - Leadership’s role in adding complexity 00:04:52 - Avoiding distractions in customer success 00:06:32 -…

Episode 131: Are you the quarterback, the conductor, or the general contractor? ⏱️ Timestamps: 00:00:00 - Little Robbie the conductor 00:01:13 - What does a CSM really do? 00:03:34 - The CS role as a quarterback 00:05:07 - Rob’s “five personas” of CS 00:07:39 - Aligning CS expectations from the…

Episode 130: Dillon and Rob debate a CSM's worst nightmare. ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - Dillon attempts to describe DJ Bobby Z's look 00:03:14 - What's Dillon wearing? DJ Bobby Z guesses wrong 00:03:44 - Asking the big question: Customer success nightmares 00:04:07 - Dillon's nightmare: No customer…

Episode 129: Nir Kalish knows exactly where to begin in order to prove your value. ⏱️ Timestamps: 00:00:00 - Navigating technical and personal pain 00:00:34 - Welcome to The Daily Standup 00:01:02 - Nir’s 12-year journey in customer success 00:01:40 - Business value in every interaction 00:02:09 - Moving beyond…

Episode 128: Arrows CEO Daniel Zarick is working to solve a universal issue. ⏱️ Timestamps: 00:00:00 - Intro 00:01:50 - Formula One-inspired company name 00:02:31 - Sales-to-onboarding handoff challenges 00:04:29 - Siloed vs collaborative onboarding approaches 00:05:33 - The human side of tech tools 00:06:26 - Accountability in implementing new…

How do you serve the "perfect" customer? The one who seems to do it all right. Kristi and Stino unpack that question, and explore what it really means to be a partner to your customers. Subscribe to the Lifetime Value newsletter: https://lifetimevalue.link/subscribe ⏱️ Timestamps: 00:00:00 - Intro 00:01:59 - What…

Episode 127: Somer Jefferiss has a...perhaps unpopular...take. ⏱️ Timestamps: 00:00:00 - Intro 00:01:26 - Face-to-face relationships matter 00:02:08 - The value of in-person meetings 00:02:56 - Tackling barriers with onsite customer visits 00:04:03 - JP’s take on remote work in customer success 00:06:22 - Introverts, extroverts, and customer interactions 00:07:00…

Episode 126: How do you keep a team engaged during internal meetings? ⏱️ Timestamps: 00:00:00 - Intro 00:01:07 - So we meet again, Reddit 00:02:58 - Rob's framework reveal with 4 Ps 00:04:18 - Reducing meeting fatigue with purpose 00:06:21 - Team alignment and personal benefit 00:07:08 - Normalizing meeting…